Position Purpose

• Responsible to create innovative product experiences that resonate with customers, contribute to driving the Membership and Finance Capability specific strategy through excellence. Collaborate with cross-functional teams, align Customer Experience (CX) strategies with company values, prioritize digital channels, and manage and drive change. Promote adoption of new features, and monitor risks associated with customer service and or care projects as it relates to the Membership and
• Finance services within the capability. Manage and monitor the Membership and Finance product portfolio content and report on progress made. Supporting operational delivery and change management within the specific product portfolio, driving project delivery through prioritising backlogs and directing the project team members.

Position Specific Outputs

• Innovate product development: Develop and implement innovative product experiences tailored to membership and finance needs, enhancing
• customer satisfaction and engagement in alignment with the Customer Experience strategy.
• Strategic contribution: contribute to the membership and finance strategy by ensuring excellence in product execution and alignment with
• overall company goals.

Accountabilities

• Continuous improvement:Understand interdependence of different systems and processes in area of specialisation and department
• Provide specialist input into efficiency, compliance and quality objectives for relevant area
• Identify problems and develop and propose solutions to present to appropriate leader or stakeholders

Cost containment:

• Support the identification, implementation and development of cost-effective processes to increase efficiency and reduce cost drivers
• Continuously review cost / benefit and ROI

Drive customer-centricity:

• Maintain a high level of inter-departmental understanding in order to deliver on professional excellence
• Continuously increase understanding of client and stakeholder needs, satisfaction and service delivery

Knowledge management:

• Ensure that adequate knowledge, regarding area of expertise, is shared as required and maintained within the research library
• Provide advice and / or training as required
• Maintain and develop specialist knowledge

Maintain expertise level:

• Be a member of and make regular contributions to professional bodies, including publication of articles and research findings
• Ensure CPD (continual professional development) or similar accreditation requirements are met annually to ensure maintained specialist accreditation

Network key relationships:

• Build and maintain an established network of internal (peers and executives) and external expert resources and partners
• Represent the brand in professional networks

Specialist support to projects:

• Own Specialist knowledge in projects, when required
• Conform to project management disciplines when participating in projects
• Represent department or project on appropriate governance committees

Qualification and Experience 

Experience

• 10 years’ experience including essential experience at management level: Extensive leadership experience, Health Industry, Managed Healthcare (For
• Care Capabilities), Customer Servicing and Contact Centre Management design thinking, Quality Assurance, Reporting and Trending,
• Strategic thinking and planning, Product Management.
• 5 plus years experience at management level.

Qualifications

• Degree in Business management or another related field

Knowledge:

• Health Care Industry
• Health legislation and regulatory
• Business systems knowledge

Skill:

• Mechanical Thinking
• Analytical skills
• Interpretation and analysis of data visualization
• Problem solving and decision making skills
• Attention to detail
• Sound judgment and decision-making skills
• Project Management
• Active Listening skills
• Coaching skills
• Computer Technology Skills
• Systems thinking

Personal Attributes

• Excellent interpersonal skills